Versa experiencing syncing issues

[momma2two.gt]

My Versa has not been working too well since the "software update". It no longer sync's to my phone. I have uninstalled & reinstalled the app. Turned off then on the Versa. Turned off the Bluetooth for 10m (advice found in the troubleshooting).  Unpaired & then repaired it to my phone. I am all out of options at this point. I need the Fitbit for my job. I had no trouble with any of it until after the update. Please help.

Phone Type - Android, LG Phoenix 4 At&T

Moderator edit: Clarified subject

[LanuzaFitbit · Accepted solution]

Welcome to the Forums @momma2two.gt.

Thanks for sharing your experience and everything that you have tried to get it to work.

This might be happening because the LG Phoenix 4 is not part of the supported devices list. This means that the app has not been fully optimized to work with that phone.

As long as it fulfills the minimum requirements, Android 4.4 and Bluetooth 4.0, there is a possibility that it can work but we cannot guarantee it. Some users of unsupported devices have mentioned that following these steps helps with the syncing. While you have tried some of the steps in there, please try going through all of them in order.

If none of the above works, you could try to use a computer or another mobile device to try and sync your Fitbit to your account. Click here to get instructions on how to sync with other devices.

Let me know if you have any further questions.

[momma2two.gt]

Thank you I have been able to sync it to my laptop. Hopefully I will be able to get it working back with my phone again at some point 

[LanuzaFitbit]

Hello @momma2two.gt.

Thanks for letting me know. Glad to read that everything seems to be syncing at this point.

If you have the time, maybe you could visit one of our Discussion boards. Lots of different topics to talk about with other users, maybe one will pique your interest.

Let me know if you have any further questions.

[Pickles8083]

I'm sorry to be a jerk, but I'm going to have to . . .

Fitbit keeps falling back on a specific list of devices that are officially supported.  Other smartwatch manufacturers don't do this.  If your device and app are supposed to work with Android 4 or 5+, then any device running that OS should be assumed to be compatible.  Fitbit is clearly using the compatibility list to say, "hey, it's not our fault you bought a device that isn't on our list."

For example, here's the compatibility list for the Samsung Watch:

Compatible Devices

Compatible DevicesSamsung Smartphone, Non-Samsung Android Smartphone(Android OS 5.0 and above RAM 1.5GB and above ), iOS 9.0 and above iPhone 5 and above

I have a Galaxy s10, and my watch disconnects every single day, failing to sync.  I have to reset my bluetooth, reboot my phone, or restart the watch.  Also, the music connection (listed as Versa (classic) in my BT devices) turns itself off for some reason.

I thought I just had a defective unit, but the replacement doesn't do much better.  When I talked to support, they said it's because my device isn't on the list.  Here's the catch though: we tested it on an s9+, and had the same problem.

Searching this forum, it's clear that the Versa or the Fitbit app has connectivity problems. It's time to own up to that, focus on fixing it, and stop falling back on a flawed approach to listing compatibility.  There are literally thousands of active Android models around the world . . . 

[MissSirle]

I currently have CAT S41, which is also not in the list FITBIT has specified as "preferable devices", however my app was working fine until yesterday 27th of May. Yes, okay.. There were some connectivity issues then as well howevever they were solved by restarting my phone. 

Since yesterday my Versa falls back on time, it was 16.04 when my Versa showed 15.54. It also didn't seem to connect WiFi or Bluetooth no matter what I tried. So now it seems the last resort is to totally unpair the device from my phone and then pair it back up again. Through blood sweat and tears I was able to do the updates after I chose to reset my Versa, thinking it would help. I've been on it for nearly 24h now.

So finally, when I managed to get it syncing, it lost connection again during the day, out of the blue. And now when I tried unpairing in the evening it let me sync again. I guess I gotta wait and see if it holds or I gotta just go through this brutal and annoying process all over again.

I understand that some phonwa might have issues, but Ive never had those issues that bad before. So what is it that all of a sudden makes it all go Boom!? I mean.. The last update was on 22nd of May, nearly a week ago. Why now? What changed during yesterday? 

[jenniferannc]

Were you able to get your watch to eventually connect?  My mom has the same phone and I want to get her a fitbit but don't want to run into any such issues.

[MissSirle]

Not with that particular item. I got my Versa swapped out - I have started a new thread and sent them an email, but they still have not gotten back to me. 

[momma2two.gt]

No, it still won't sync 😒

[jenniferannc]

Thanks so much to both of you for getting back to me!

[RicardoFitbit]

Hello there! My sincere apologies for the delay in responding your posts.

First, I'd like to appreciate all your comments and effort troubleshooting your Versa devices to resolve the syncing difficulties some of you are experiencing, I understand how frustrating this matter can be for all of you. In addition to the information that was shared by @LanuzaFitbit in the post above, I strongly recommend to try the following steps if the information previously mentioned doesn't resolve the issue:

1. Restart your Fitbit.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Fitbit as a new device.

Keep me posted and let me know if you have any additional questions.

[momma2two.gt]

Finally got a chance to finally reply. I have done the steps above & it still will not sync or connect to my phone. Having it connected to my laptop is tedious. I miss having it connected to my phone, especially since it helps me earn bonuses at my job for being active & healthy (even on my days off).